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Pink Camel Recruitment is an award-winning recruitment agency specializing in recruitment across the Middle East. Helping companies with nationality and gender diversification, we are a true value-driven business. Helping to build world-class teams whilst using artificial intelligence and behavioural science to ensure talent retention. |
We are looking for a Support Engineer for a Leading Digital Transformation Company.
Location - Abu Dhabi, UAE
Salary - DOE
Requirements:
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum of 3-5 years of experience in IT Service Management, with a focus on Freshworks products, particularly Freshservice.
Proven experience in implementing, configuring, and supporting Freshworks ITSM solutions.
Experience in a client-facing or consulting role, preferably as a resident engineer or similar
In-depth knowledge of Freshservice and other Freshworks ITSM tools.
Strong understanding of ITIL principles and their application within Freshworks tools.
Experience with scripting and automation within Freshworks products.
Familiarity with integration methodologies, including APIs and webhooks, to connect Freshworks ITSM with other systems.
Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Strong communication and interpersonal skills, capable of effectively interacting with technical and non-technical stakeholders.
Ability to work independently and manage time effectively in a fast-paced environment.
Strong customer service orientation with a commitment to delivering high-quality support.
ITIL certification or equivalent experience in IT service management frameworks.
Experience with other Freshworks products, such as Freshdesk, Freshchat, etc.
Previous experience working in a similar role within the ITSM domain.
Familiarity with cloud-based ITSM solutions and SaaS environments.
Key Responsibilities:
Technical Support & Troubleshooting:
Provide advanced technical support for Freshworks ITSM solutions, particularly Freshservice, including incident management, problem resolution, and root cause analysis.
Troubleshoot and resolve complex issues related to Freshworks ITSM tools, collaborating with Freshworks support teams when necessary.
Serve as the escalation point for IT service management-related issues, ensuring timely and effective resolution.
Implementation & Configuration:
Assist in the implementation and customization of Freshworks ITSM tools based on organizational requirements.
Configure workflows, automation rules, service catalog items, and other aspects of Freshservice to align with the organization's processes.
Collaborate with IT teams to integrate Freshworks ITSM with other enterprise systems.
Client Relationship Management:
Act as a dedicated technical resource within the client's IT environment, fostering strong relationships with key stakeholders.
Understand the client's IT service management strategy and align Freshworks tools to support their goals.
Conduct regular reviews and feedback sessions with the client to ensure continuous improvement and alignment with business needs.
Training & Knowledge Transfer:
Provide training and mentorship to the client's IT staff on the effective use of Freshworks ITSM tools.
Develop and deliver training sessions, user guides, and documentation to enhance user adoption and proficiency.
Stay up-to-date with Freshworks product updates and best practices, sharing knowledge with the client's team.
Monitoring & Reporting:
Monitor the performance and usage of Freshworks ITSM tools, identifying areas for optimization and enhancement.
Generate and analyze reports on key ITSM metrics, providing insights and recommendations to the client.
Support the client in preparing for IT audits, ensuring that the Freshworks ITSM environment meets compliance standards.
Continuous Improvement:
Proactively identify opportunities to enhance the client's ITSM processes through the effective use of Freshworks tools.
Work with the client to develop a roadmap for IT service management improvements and innovations.
Lead or participate in projects aimed at enhancing ITSM capabilities and aligning them with industry best practices.
About the Role:
The Support Engineer will serve as the primary technical resource for the, support, and maintenance of Freshworks IT Service Management (ITSM) solutions within the organization. This role requires a deep understanding of Freshworks products, particularly Freshservice, to ensure seamless operation, troubleshoot issues, and provide guidance on best practices. The Resident Support Engineer will be embedded within the client's environment, offering dedicated support and acting as a bridge between the client and Freshworks technical teams.
Location - Abu Dhabi, UAE
Salary - DOE
Requirements:
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum of 3-5 years of experience in IT Service Management, with a focus on Freshworks products, particularly Freshservice.
Proven experience in implementing, configuring, and supporting Freshworks ITSM solutions.
Experience in a client-facing or consulting role, preferably as a resident engineer or similar
In-depth knowledge of Freshservice and other Freshworks ITSM tools.
Strong understanding of ITIL principles and their application within Freshworks tools.
Experience with scripting and automation within Freshworks products.
Familiarity with integration methodologies, including APIs and webhooks, to connect Freshworks ITSM with other systems.
Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Strong communication and interpersonal skills, capable of effectively interacting with technical and non-technical stakeholders.
Ability to work independently and manage time effectively in a fast-paced environment.
Strong customer service orientation with a commitment to delivering high-quality support.
ITIL certification or equivalent experience in IT service management frameworks.
Experience with other Freshworks products, such as Freshdesk, Freshchat, etc.
Previous experience working in a similar role within the ITSM domain.
Familiarity with cloud-based ITSM solutions and SaaS environments.
Key Responsibilities:
Technical Support & Troubleshooting:
Provide advanced technical support for Freshworks ITSM solutions, particularly Freshservice, including incident management, problem resolution, and root cause analysis.
Troubleshoot and resolve complex issues related to Freshworks ITSM tools, collaborating with Freshworks support teams when necessary.
Serve as the escalation point for IT service management-related issues, ensuring timely and effective resolution.
Implementation & Configuration:
Assist in the implementation and customization of Freshworks ITSM tools based on organizational requirements.
Configure workflows, automation rules, service catalog items, and other aspects of Freshservice to align with the organization's processes.
Collaborate with IT teams to integrate Freshworks ITSM with other enterprise systems.
Client Relationship Management:
Act as a dedicated technical resource within the client's IT environment, fostering strong relationships with key stakeholders.
Understand the client's IT service management strategy and align Freshworks tools to support their goals.
Conduct regular reviews and feedback sessions with the client to ensure continuous improvement and alignment with business needs.
Training & Knowledge Transfer:
Provide training and mentorship to the client's IT staff on the effective use of Freshworks ITSM tools.
Develop and deliver training sessions, user guides, and documentation to enhance user adoption and proficiency.
Stay up-to-date with Freshworks product updates and best practices, sharing knowledge with the client's team.
Monitoring & Reporting:
Monitor the performance and usage of Freshworks ITSM tools, identifying areas for optimization and enhancement.
Generate and analyze reports on key ITSM metrics, providing insights and recommendations to the client.
Support the client in preparing for IT audits, ensuring that the Freshworks ITSM environment meets compliance standards.
Continuous Improvement:
Proactively identify opportunities to enhance the client's ITSM processes through the effective use of Freshworks tools.
Work with the client to develop a roadmap for IT service management improvements and innovations.
Lead or participate in projects aimed at enhancing ITSM capabilities and aligning them with industry best practices.
About the Role:
The Support Engineer will serve as the primary technical resource for the, support, and maintenance of Freshworks IT Service Management (ITSM) solutions within the organization. This role requires a deep understanding of Freshworks products, particularly Freshservice, to ensure seamless operation, troubleshoot issues, and provide guidance on best practices. The Resident Support Engineer will be embedded within the client's environment, offering dedicated support and acting as a bridge between the client and Freshworks technical teams.
